phones...funny call
Had a customer call in stateing her sons phone was dropped into water. After a few questions, I come to find out that her sons phone was on the edge of the sink that was full of water. The phone was on vibrtae......once that phone got a call, it vibrated right into the water. CC advised cust WEX WILL not cover water damage. "Well, the rep at the store never told me the phone would move if its on vibrate" I was going nuts.......asked her "do you normally keep electronic products on the edge of a body of water?!" " Well yes" of course she didnt have insurance. She fought me for 25 mins....finally had to end the constant circle and refered her to a store for a refurbed phone. Was hilarious.....she was totally serious about the whole situation....
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I think if they did a "Quest for intelligence" instead of a "Quest for excellence" on customers, they would find that 8 out of 10 give Forrest Gump competition.
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rofl very true. I think our higher ups dont understand that alot of people are stupid and their own stupidity makes them think we did bad. like one rate roaming in israel or something. theyll say we have horrible customer service but in reality they are just stupid
neorask said:
I think if they did a "Quest for intelligence" instead of a "Quest for excellence" on customers, they would find that 8 out of 10 give Forrest Gump competition.
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lol Yes, indeed, but some reps aren't much better. Here is a paste from account notations that i found on a customer's account while i was handling an escalation this morning:
cci vid cust called complaining about addtl mins that sheused. checked bill and found that they were legitimate because they just were. told her that no credit would be given because she talked too much. cust disagred wanted to speak with supervisor. told her that noone was around and it would be at least 10min. she told me i better hurry. i didnt think she desrved to talk to manager because she was mean to me. put her on hold for 53min untill my ****f was over and released call.
cci vid cust called complaining about addtl mins that sheused. checked bill and found that they were legitimate because they just were. told her that no credit would be given because she talked too much. cust disagred wanted to speak with supervisor. told her that noone was around and it would be at least 10min. she told me i better hurry. i didnt think she desrved to talk to manager because she was mean to me. put her on hold for 53min untill my ****f was over and released call.
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OMG I cant believe that, could it possibly be that someone could be THAT stupid?!?! wow i find that hard to believe, he/she must have been wanting to get fired.
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Trust me...people are that stupid...and I have seen many other examples that prove it
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Guess that says a little somthing about our diciplinary course of action 'round here in the lawless lands of AT&T, doesn't it?? 😉
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lol Oh that girl got a nice feedback form sent to her TL courtesy of me. Heck, I don't care that she did what she did, but she had to be a moron and tell everyone about it. There are all too many customers that deserve the same treatment.
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yea serious, I can definately say I've said somethings that I probobly shouldnt have, but I most certainly did NOT log it in the events.
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just make sure its a really long call since 99% of the time those arent monitored lol. and 99% of the time those are the calls where the cusotmer is just ridiculous. I dont know if reps or customers are worse. ive had reps call in to dispute their bill. its like a double whammy =/ saying they didnt go over their minutes lol
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Haha. that's funny. If the call is recorded by that program to monitor calls then that will tell the monitor how long the call was and show them exacly how much of the call was hold and how much was talk time. Most monitors will ignore anything that is really long but if they notice that there is 4 minutes of talk time and 95 mins of hold time they may listen to it anyway 😛 I know i would if i was monitoring...Of course noone is dumb enough to higher me on as a TL 😛
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